Business Support Senior Specialist - Total Rewards (US Shift)

Summary of Role

The Global HR Shared Services Total Rewards Sr. Specialist is a key contributor within the Global HR Services (GHRS) team, responsible for delivering accurate and timely operational support in line with defined service levels and compliance standards. This role focuses on process execution, employee data accuracy, continuous improvement, and capability building within the team. The ideal candidate demonstrates strong process knowledge, problem-solving skills, and a collaborative approach, with growing leadership capacity through coaching, delegation, and cross-functional alignment.

The Role

Operational Support & HR Systems:

• Execute day-to-day GHRS operations across Total Rewards processes, adhering to agreed service levels and performance metrics
• Administer resolutions and transactions in ServiceCentral and other HR systems in accordance with access and governance protocols
• Maintain accurate and secure employee records, including associate personal files and other confidential data

Process Quality & Compliance:

• Ensure strict compliance with data privacy standards and process documentation requirements
• Perform first-level review and quality assurance on high-sensitivity (white-glove/VIP) transactions
• Conduct peer reviews for work of varying complexity to ensure consistency, accuracy, and adherence to standards

Continuous Improvement & Innovation:

• Identify recurring issues or bottlenecks and propose actionable improvements to enhance process efficiency
• Lead and participate in small-scale innovation efforts, including process automation and workflow pilots
• Track and report on the impact of implemented improvements using basic metrics and team feedback.
• Contribute ideas and encourage a culture of innovation and service excellence within the tea

Collaboration & Project Involvement:

• Participate in ad hoc HR and office-wide projects, supporting broader business or HR initiatives
• Facilitate cross-functional collaboration to align local process improvements with global or regional priorities
• Monitor team workload and ensure accurate tracking of completed tasks in shared tools and trackers

Capability Building & Team Development:

• Share expertise and train peers or junior colleagues on process knowledge and best practices
• Provide functional coaching and support to new or less experienced team members
• Engage in career path planning and contribute meaningfully to team knowledge-sharing activities
• Strengthen stakeholder relationships through open communication and service-oriented support

The Requirements

• Bachelor's Degree required
• Minimum 1 year work experience in total rewards
• Strong written and verbal communication skills
• Ability to plan and prioritize workload
• Ability to use own initiative but work under instruction as required
• Ability to work as part of a team and alone with a ‘can do’ attitude
• Maintain good working relationships with colleagues across HR
• Ability to provide a high standards of customer care
• Methodical and organized
• Quick Learner and self-motivated
• Flexible and adaptable to changes
• Working knowledge of Excel and Word will be preferred
• Willing to be assigned on rotating shift and in North America hours

WTW is an Equal Opportunity Employer